崗位職責/職位描述

工作職責：
The Personal Concierge acts as a first impression of Waldorf Astoria Chengdu by contacting guests prior to their arrival, ascertaining their needs and preparing for their stay. Personal Concierge provides guests with a stay experience that is customized to their needs, while creating a sense of“we’ve been expecting you.” The Personal Concierge meets and greets all TWS guests curbside upon arrival, or at the airport when requested or applicable. Personal Concierge represents the highest level of service by combining instincts and expertise to ensure luxury through true Waldorf service.私人禮賓是客人抵達前，代表酒店與客人聯系，探知客人的需求并為客人的入住做相關準備，為客人在抵達酒店前留下第 一印象。
1.Contacts guest through TWS pre－arrival email process and pre－arrival phone calls to welcome the guest and ascertain their needs and special arrangements, as well as their arrival time. The Personal Concierge will ensure that all relevant department are advised of guest’s history and requests/preferences prior ro arrival.通過TWS抵達前的郵件和電話歡迎客人，探知客人的需求和特殊安排，同時了解他們的抵達時間。私人禮賓要確保在客人抵達前，相關部門都已知道客人的要求和喜好。
2.Coordinates and responds to all guest requests by accessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum guest satisfaction. 根據客人的需要，響應和協調客人所有的需求，添加個人建議以實現客人的最 大滿意。
3.Confirms all guest requests via email and/or phone call at least three days prior to arrival and ensure all hotel operating departments have relvant guest information to deliver True Waldorlf Service that creates unique guest memories. 至少提前三天以郵件或電話的形式確認客人的所有需求，確保酒店所有的運營部門收到客人的相關信息以傳遞一脈相承的華爾道夫服務，打造獨特的賓客記憶。
4.Provides a warm and personal welcome experience to guests to give them a sense of “we’ve been expecting you”. 提供熱情和個性化的歡迎體驗，以讓賓客有種“我們一直在等著他”。
5.Prioritizes daily room assignment for all TWS guests and makes appropriate selection of rooms based on guest needs/requests.依次為所有TWS客人排房，根據客人的需求做適當的調整。
6.As appropriate, the TWS guest’s room will be pre－blocked three days prior to arrival.在可能的情況下，提前三天安排TWS客人的房間。
7.Escorts the guest to their room, and provides an orientation of room’s services and amenities offered. 護送客人到他們的房間，并提供房間介紹和禮遇。
8.Reviews and confirms all guest requests to ensure accuracy, and communicates all appropriate changes as needed.確認客人的所有需求的準確性，并根據需要溝通響應的變化。
9.For TWS guests, and guests celebrating a special occasion, the Personal Concierge will choose an appropriate amenity to be placed in the room.私人禮賓為TWS客人挑選合適的禮遇并擺放在其房間，已慶祝客人的特別時刻。
10.Ensures all team members are aware of all TWS arrivals, through verbal and email communication.確保團隊成員了解所有TWS客人的抵達信息，以口頭或郵件形式傳達。
11.Inspects the guest’s room on day of arrival, and reports any issues to the relevant departments.在客人抵達當天檢查客人房間，把發現的問題向相關部門反饋。
12.As appropriate, Personal Concierge will contact TWS guests the day after arrival to ensure all arrangements, accommodations and service delivery standards are to guest’s satisfaction. adjust/change as necessary.在TWS客人入住一天后，私人禮賓將聯系TWS客人，以確保客人對所有的安排、房間和服務是滿意的，根據需要做相關調整。
13.Ensures all SALT responses, service recovery and guest assistance are noted in the guest’s profile to proactively, avoid reoccurrence of the issue.確保所有SALT反饋，服務補救和賓客服務更新都客人檔案中，以避免此類事假的再次發生。
14.Offers guests appropriate departure services if not already confirmed, including transportation, shopping, account settlement, boarding passes, airline/airport updates, weather information of final destination, boxed lunches to go and any other TWS departure services. The Personal Concierge will coordinate departure services with all hotel operating departments.提供適當的離店服務，包括交通、購物、結賬、登機牌、航班信息和目的地天氣情況。私人禮賓將與酒店的運營部門協調客人的離店服務。
15.As appropriate, personally assists and escorts the guest to the front drive and offers a personal thank you to the guest, and instills a yearning to return.親自協助和護送客人到大門口，并感謝客人的入住和期望客人的再次入住。
16.As appropriate, the Personal Concierge will send a post－departure email, three days post check－out, thanking the guest for staying with Waldorf Astoria Chengdu. 正常情況下，在客人退房三天后，私人禮賓發郵件客人，感謝客人入住成都華爾道夫酒店。
17.The Personal Concierge will establish a system of information gathering that can be easily and consistently applied.私人禮賓應建立一套完整的客人信息系統，以方便平時應用。
18.The Personal Concierge will ensure the Property specific Preferences are set up in onQ.確保把客人對本酒店的特定喜好輸入系統中。
19.Information is communicated.信息傳達。
20.Attends and participates in Daily operation meetings and resume meetings to ensure pertinent information is communicated.參加例會，分享相關信息。

任職資格：
1.Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.能有效的用英語溝通交流。
2.Interpersonal skills to provide overall guest satisfaction.以較強的人際交往能力提高客人滿意度。
3.Ability to work under pressure and deal with stressful situations during busy periods.能在強壓下勝任工作。
4.Thorough organization and supervisory skills proficient in accomplishing the task.組織管理與督導技能。
5.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.擅長于處理賓客關系，能快速有效的應對各種問題。
6.excellent command of written and spoken in English and Chinese language.良好的中英文讀寫能力。
7.1－2 years working experience with same position in Brand Hotel一至兩年同等崗位品牌酒店工作經驗。
8.Good community ability required.較好的溝通能力。